In the year 2025, customers expect instant access.
Whether through phone, chat, SMS, or social media, the assumption is simple: if you’re not available, a competitor will be.
For modern contact centers, that expectation is both a challenge and an opportunity. Omnichannel engagement, intelligent IVR, real-time customer satisfaction surveys, and seamless CRM integration are no longer optional; they are now the tools that define competitive service.
The cost of failing to meet these expectations is tangible. Missed calls aren’t just lost opportunities; they erode trust.
“If you’re reachable, you’re in the game,” says James Scott, Senior Solutions Engineer for North America at Diabolocom.
“You miss 100 percent of the calls you don’t answer. That’s not just about revenue; it’s about long-term trust."
“If a call doesn’t reach the right person quickly, it erodes the relationship.”
Defining Reachability
But what does reachability actually mean?
For Scott, reachability is the ability of an agent or a client to connect quickly and meaningfully.
It’s not as simple as just getting someone on a call; it’s about enabling them to achieve the purpose of that interaction.
“For a sales call, that might be initiating the sales process efficiently. For customer service, it delivers the high-quality care the client expects,” he explained.
For the modern agent, reachability means no longer being tied to a desk. Customers expect real-time service, and organizations must meet these expectations.
This is where tools like Diabolocom Mobile – the industry’s first app-free mobile CX solution – are crucial, as they allow agents and field service staff to handle calls from anywhere.
“The shift from on-prem to cloud-based contact centers was the first step,” says Scott.
“Mobile takes it further: what if agents could leave the contact center entirely and still be reachable, still be able to connect with clients effectively?”
And the solution isn’t limited to improving pick-up rates. With Diabolocom Mobile, mobile phones become complete CX tools, allowing agents to log interactions, update CRMs, and automate follow-ups.
Indeed, Diabolocom’s mantra is that mobility doesn’t compromise quality, rather it enhances it.
The tool integrates with all major CRM systems, giving agents the context they need to respond effectively.
Improving Reachability
In addition to Diabolocom Mobile, there are plenty of other solutions that can be deployed to improve reachability.
Diabolocom’s Engage platform, for example, uses Automatic Call Distribution (ACD) to direct calls to the right agent immediately.
The benefits of this feature can be seen in practice with its implementation for Cordon Group, one of Europe’s leading players in the electronics sector.
The firm operates a call center that receives over 100,000 calls per year. In 2023, Cordon Group introduced Diabolocom’s ACD solution to route incoming calls according to the agent’s skill level.